Stephen Capp Email & Phone Number

Austin, Texas

• Created and implemented a UI-based rate management tool, which reduced development costs by 50% and produced a 3x increase in turnaround time
• Managed a nationwide update of the standard title insurance forms; a must-have for over 90% of customers
• Implemented a data-driven prioritization method for inbound support tickets to identify issues with an outsized impact on the customer base
• Articulated roadmaps for the product area at monthly, quarterly, and yearly intervals

Austin, Texas

• Managed a product area encompassing 15 external APIs, along with document generation and rate calculation systems that supported over 500 unique underwriter and state combinations
• Upgraded an externally-facing quoting tool to increase the available configuration options by 200% while providing users with 2x more control over the options they made available to their customers
• Converted the rate calculation of a major title insurance underwriter from an API to an internal calculator, improving calculation speed by 10x and creating a new recurring revenue stream
• Scoped projects and elucidated requirements for the engineering and design teams
• Collaborated with multiple engineering teams to plan for upcoming development cycles

Austin, Texas

• Reviewed support tickets, filtered out user-training issues, and augmented legitimate bug tickets before submitting them to the engineering team
• Managed and organized the prioritization of outstanding bug tickets in concert with the engineering team
• Directed regular meetings with Product and Engineering leadership to review the preceding development cycle and highlight any patterns of issues
• Established and organized a repository of Title Insurance knowledge for utilization by the entire company

Austin, Texas

• Received inbound support calls and emails from customers seeking assistance with the software
• Conducted outbound calls with customers seeking in-depth training
• Composed and submitted support tickets to the engineering team containing detailed reproduction steps

Washington D.C. Metro Area

• Submitted official court filings to the Department of Commerce and the International Trade Commission on behalf of the attorneys
• Monitored the agency dockets and distributed any new submissions to the attorneys and consultants
• Researched and organized data to be used as evidence in current and future proceedings

Washington D.C. Metro Area

• Led weekly review sessions for 20-30 students seeking help to better understand the material
• Proctored in-class exams for 300+ students
• Graded and returned over 100 exams, three times per semester, in a timely manner

Lancaster, Pennsylvania

• Reached out to 150-200 randomly-generated phone numbers per shift in search of potential respondents to participate in surveys focused on topics such as politics, healthcare, and consumer safety
• Persuaded sometimes reticent respondents to take surveys
• Conducted surveys in a neutral manner to ensure the validity of the data

Lancaster, Pennsylvania

• Trained and supervised ten conference assistants
• Organized the arrival and departure of over 1,000 campers, ages 8-17, from over fifteen different camps
• Resolved campers, camp leaders, and parents’ problems, and addressed their concerns, including arranging special accommodations